Premnath Menon

Premnath Menon   --     Summary Innovative, data-driven support leader with 10+ years of experience scaling global customer support organizations across SaaS and tech companies. Proven success building and optimizing multi-channel support operations, launching inbound phone support from scratch, and leading BPO partnerships to deliver world-class customer experiences. Adept at using AI tools and automation to streamline service delivery, reduce cost-to-serve, and enhance support outcomes. Collaborative, motivational leader with a passion for developing teams and shaping scalable support ecosystems.     Skills Contact Center Strategy (Inbound/Omnichannel) BPO Vendor Management (Onshore/Offshore) AI & Automation in Support (Zendesk, Retool, ChatGPT) Support KPI Ownership (CSAT, AHT, FRT, Backlog) Workforce Management & QA SaaS Support & Technical Troubleshooting Cross-Functional Leadership (Product, Engineering, CX Ops) Change Management & Scaling Support Teams Customer-Centric Process Optimization     Experience HEAD CUSTOMER SUPPORT – 07/2022 to Current J.P. Morgan Workplace Solutions| Calgary Alberta Canada Spearhead the transformation of support operations across cloud-based SaaS products, driving a 22% YoY increase in CSAT through streamlined workflows and enhanced tooling. Launched and operationalized inbound phone support for a 24/7 customer base, implementing scalable staffing models and performance monitoring processes. Built and led a high-performing Tier 1–2 support team (internal and BPO), managing daily operations across phone, chat, and email support. Deployed AI-driven ticket triage and resolution tools (ChatGPT integrations, Retool dashboards), reducing ticket backlog by 35% and improving FRT by 28%. Partnered cross-functionally with Product and Engineering to deliver customer feedback loops and influence roadmap prioritization. Designed and executed workforce management and QA frameworks across all support channels to maintain service quality at scale. CUSTOMER SUPPORT – Vice President| 12/2011 to 05/2022 Citibank | Singapore, Canada Scaled global support function from 10 to 60+ agents, overseeing BPO selection, onboarding, and SLA governance across India and LATAM regions. Led implementation of Zendesk for unified case management, customized reporting, and AI/ML-based routing. Drove support automation strategy including macro development, AI chatbots, and CSAT analysis via natural language processing. Achieved 95%+ SLA adherence and reduced average handle time by 20% YoY. Established OKRs for Support tied to NPS, CSAT, and resolution rates. Client Services / CUSTOMER SUPPORT Snr Manager| 07/2009 to 03/2011 Bahrain, Dubai Designed tiered support model to handle high-volume enterprise clients with personalized touchpoints. Built training and coaching frameworks for new managers, enabling leadership bench strength across the support team. Integrated Retool dashboards for real-time monitoring of support SLAs and backlog visibility. Contributed to onboarding enterprise clients by ensuring seamless support readiness and white-glove implementation services.     Education and Training Swiss Business School - Kloten, Switzerland MBA International Business, 10/2017 Certified Scrum Master – May 2022 Recognition and Highlights Recognized for “Support Leadership Excellence” in 2023 for driving a 30% improvement in resolution time with zero headcount increase. Delivered 20% reduction in contact rate by partnering with Product on proactive in-app messaging and education. Mentored 5 internal support leads into managerial roles through structured coaching and career planning.